Forum Discussion

ladbro's avatar
ladbro
Joining in
7 months ago

Netflix app shows locked user profile and some unknown profiles

Hi on Looking to watch netflix sunday 6th oct,showed user profile locked and some unknown profiles had been added nothing to do with me,some with spanish profiles.Ive raised with virgin on monday 8th but they dont seem have a clue how to sort or timescale involved,for moment ive changed password/pin and rebooted box,but cant get any netflix pictures,until im restored,hopefully virgin moderator can help on this.This is included in my virgin package so i do not have live account with netflix.

 

5 Replies

  • You DO have a live account with Netflix.  It's the payment being made for it is handled by VM.   Have you logged into Netflix on another device and checked the other profiles out?

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi ladbro 

    It happens across other TV providers as well, for example BT and Sky.

    There are common threads relating to this on the Sky communuty forums - Examples 1  2  3  4  5 

    The issue has been ongoing for a number of years - see /tv-streaming/free-netflix-persistent-cookie-hack/ 

    I suggest opening netflix in a web browser ( https://www.netflix.com/ ) on a computer if possible and hover your mouse over the profile icon  in the top right corner, then on the pop up menu click on Help Centre.

    This will open up another screen which should show your name in the top right corner, however it might show a Spanish name.  Click on that name, and on the next screen that opens click on Account.  This opens another page divided into Membership details and Quick Links.   Under the Quick Links section click on Manage access and devices, and then click on Sign out of all devices.

    Reboot your VM set top box and sign into netflix with your credentials if possible. If that's worked then ignore the rest of this post.

    However, if it's still showing the Spanish credentials just click OK and sign in, then  On the next screen use the navigation buttons on your remote  to move all the way across to the left. It opens another side panel.  Don't worry if you can't understand the language/symbols on this screen or the following ones.

    Keep pressing Down on the navigation buttons until the text/symbols highlight Get Help in white (it's the second from bottom option on my 360)  Click OK and then click Right once. This highlights the Get Help section

    Keep pressing down on the navigation pad, until it reaches the bottom - that's the sign out text/symbol and you can't go any further down. Now click on OK on your remote.

    It opens another screen which has text/symbols asking are you sure you want to sign out.

    That screen gives two options  - Yes which is on the left and already highlighted and No.  Just click OK on the remote.

    That will then completely sign you out, and then you should be able to sign in with your correct login details since you've already signed out of your Netflix account everywhere

    (You might also want to reset your password again)

    • ladbro's avatar
      ladbro
      Joining in

      Hi when i go to netflix its asking me to sign up,and until then i dont have an active profile,not under my real details.On netflix app it says your tv isnt part of the netflix household so seem a bit stuck

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team

        Hi ladbro 👋.

        Thanks for reaching out to us, apologies for the issues that you are facing with Netflix. Can we ask:

        Do you have an active Netflix account?
        Is your Netflix account part of your Virgin Media package?

        Please let us know.

        Sabrina